Required Skills :
Service Desk Location : Mumbai Domain : Healthcare Pharmaceutical & Life Sciences Qualification : Any Degree Experience : 2-
4 yrs. Job Description with Roles & Responsibilities :
126.96.36.199Responsibilities on Service Desk Functions
nProvide a Single Point of Contact (SPOC) assistancefor the agreed IT infrastructure management services, and wherever possible,performing resolution of incidents or requests on first call resolution (FCR)basis.
nLog calls using the tool or by phone calls or by emailand provide ticket no. to end users.
nLogging incidents for the cases received on phone andemails provide ticket no. to end users.
nCategorize and assign the incidents to appropriatetechnical group and align to respective severity / priority group.
nPrioritize & resolve the incident as per thedefined matrix and resolve. Initial level of troubleshooting for all incidentsand service requests.
Hierarchical layers of skilled support personnel (L1, andL2.) for handling incidents and service requests.
nAssign severity level to each Incident ticket based onagreed criteria between ARLICâ€™s IT Team & IBM team.
nMonitor, analyse and review logs and tickets on aregular basis and perform trend analysis reporting the same to AEGONLIFE team.
nIncident ticket details analysis and work towardsprovide permanent resolution. IBM team will share detail ticket analysis reportto ARLIC.
nMonitor the Service Desk tool for open and pendingincidents.
nKeep the end users informed on the status of thetickets, services and requests
nCarry out regular feedback survey and systematicimprovement plans based on the feedback collected from the surveys so thatCustomer Satisfaction levels are maintained as per agreed standards.
nSince AEGONLIFEi s implementing third party passwordreset tool and Single Sign on which will provide automation to reset passwords,it is assumed that all password resets calls will be handled directly by user.
It is assumed that AEGONLIFE will implement the solution in 3 monthsâ€™ time.
Skillset : Service Desk2-4 Years Experience.